인천항의 서비스품질이 고객만족과 경영성과에 미치는 영향

김연성*† ․ 정 욱**

*인하대학교 경영학부

***동국대학교 경영학부

A Study on the Effects of the Port Service Quality on Customer Satisfaction and Performance in Incheon Port

Kim, Youn Sung*† ․ Jung Uk**

*College of Business Administration, Inha University

**College of Business Administration, Dongguk University

ABSTRACT

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry.

Methods: The collected data through the survey were analyzed using multi‐regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality.

Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance.

Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

Key Words：Port Service Quality, Customer Satisfaction, Performance

● Received 22 November 2019, 19 December 2019, accepted 22 December 2019

†Corresponding Author(keziah@inha.ac.kr)

ⓒ 2019, The Korean Society for Quality Management

This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0) which permits unrestricted non-Commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

※ 본 논문은 인하대학교의 지원에 의해 연구되었습니다.

1. 서  론

중국경제의 발전에 따른 중국 중심의 직기항 확대 및 동북아의 정기선 항로가 다양화되고 있어 기항지 선점과 경쟁우위를 확보하기 위한 항만들의 경쟁이 국가간, 지역간 총역량의 대응으로 나타나고 있다. 또한 세계교역에 있어 아시아권의 약진이 두드러지고 있는 가운데 글로벌기업의 직접투자 및 물류거점체계 또한 강화되고 있다. 이는 국제교육의 80%이상이 해상운송을 통해 이루어지고 있고, 화물의 경우 반드시 부두를 경유할 수 밖에 없는 데에 연유하고 있다.

2. 이론적 배경 및 선행연구

2.1 항만 서비스 품질 개념

항만법 제2조에 "항만"이란 "선박의 출입, 사람의 승선·하선, 화물의 하역·보관 및 처리, 해양친수활동 등을 위한 시설과 화물의 조립·가공·포장·제조 등 부가가치 창출을 위한 시설이 갖추어진 해상교통과 육상교통의 접속지"로 정의되어 있다. 본 논문에서의 항만은 국민경제와 공공의 이해에 밀접한 관계가 있고 주로 외항선이 입항·출항하는 “무역항”을 의미한다.

Figure 1. Research Model

2.2 연구가설의 설정

2.2.1 항만 서비스품질과 고객만족

서비스품질과 고객만족은 태도의 평가로서 상호 밀접한 관련성을 갖는 개념이라고 할 수 있다(Oliver 1993; Cronin and Taylor 1992). Parasuraman et al(1998)는 지각된 서비스품질이 서비스에 대한 장기적이고 전반적인 평가를 나타내고, 고객만족은 거래 특유의 평가라고 개념화하였다. 이와 같이 서비스품질과 고객만족과의 인과관계에 대해서는 많은 연구가 어루어져 왔으며, 서비스품질이 고객만족의 선행변수라는 사실이 입증되고 있다(이학식 1997; Clow and Beisel 1995; oliver 1993).

Table 1. Survey Configuration

Classification	Measurement	Number of questions	Researcher
Internal Quality	Adequacy of the service level	8	French(1979) Peter(1990) Kim(2005)
	Convenience of port facilities
	The efficient operation of port
	Business support of Port information systems
	The provision of Port Information
	Industrial complex and airport, transportation network
	Port Facility Security Management
	Civil affairs of office
Performance	Port Authority Performance	2	Lee(1997)
	Social performance

5. 결  론

본 연구는 항만산업에서 인천항의 서비스품질을 분석함으로써 전략적으로 유용한 시사점을 제시하고자 하였다. 본 연구의 주요결과는 다음과 같다.

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